Medical Intake Coordinator

About the role

The Intake Coordinator assists with the computer intake of all demographics information on the patient/member via incoming calls, emails, faxes, or website, and determines whether services requested require precertification based on the employer's/Third Party Administrator's contract with MedWatch, in accordance with NCQA, URAC, and state standards. This is a remote position with no requirement to commute to an office.

Education and experience

• High School Diploma
• Excellent data entry and typing skills
• Basic computer skills / proficient in relevant computer applications
• Medical terminology
• Ability to handle multiple complex tasks simultaneously with attention to detail and accuracy
• Knowledge of customer service principles and practices
• Some experience in a call center or customer service environment
• Verbal, written, and listening communication skills
• Stress tolerance and teamwork

Requirements and skills

• Excellent data entry and typing skills
• Basic computer skills / proficient in relevant computer applications
• Medical terminology
• Ability to handle multiple complex tasks simultaneously with attention to detail and accuracy
• Knowledge of customer service principles and practices
• Some experience in a call center or customer service environment
• Verbal, written, and listening communication skills
• Stress tolerance and teamwork
• Good organizational skills and time management
• Excellent verbal and written communication skills
• Ability to handle difficult situations tactfully and diplomatically
• Effective problem solving and decision-making skills
• Strong computer skills with proficiency in MS Office Suite products (Word, Excel, PowerPoint)

Duties and responsibilities

• Handle all incoming MedWatch calls (start cases, do call logs, forward calls, provide case status, provide claims phone numbers, etc.)
• Make outgoing calls for MedWatch (demos, information for case completion, etc.)
• Make outgoing calls for Bill to Dates and Discharge dates for the nurses
• Complete incoming electronic Webcerts
• Send out CM Reports/Invoices
• Send out Path letters for MW cases
• Handle incoming Path letter responses
• Attach and distribute faxes – anywhere from 100 to 200 per day (sometimes entails opening cases from faxes)
• Make outgoing calls to DMTHR patients introducing nurse and program and transferring case to DM nurse
• Take calls from DMTHR patients explaining program and transferring case to DM nurse
• Check to see if there are any miscellaneous requests from nurses in emails (regarding cases to be opened, changes made to info in cases, etc.)
• Check CM Inbox to see if there are any emails that need to be addressed (new CM case opened, answering questions regarding UR procedures, etc.) [Heather, Michelle, Sherri]
• Verify patient and provider demos – correct and/or complete when needed
• Handle fax failures, researching fax numbers and re-faxing manually when necessary
• Fax PA Reviews for nurses
• Create cheat sheets, documents, spreadsheets, correspondence, etc.
• Set Follow-up dates for HRA's in DM
• Make calls to DM patients introducing nurse and program
• Handle mailing for UR, CM, and DM
• The incumbent may be responsible for duties or responsibilities that are not listed in this job description. Duties and responsibilities may change at any time with or without notice.

Pay

• $15.00 - $16.00 per hour

Work environment

• This position is in a typical office / home office environment which requires prolonged sitting in front of a computer.
• Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment.